Retail Customer Experience Specialist (Hybrid)

About the Role

Blue Ridge Communications is seeking a Hybrid Customer Experience Specialist to help build and maintain trusted relationships with our valued customers. As a brand ambassador, you will assist customers over the phone and at our retail counter, delivering a pleasant and consistent experience. Your role involves troubleshooting, billing support, retention, sales, and educating customers about our products and services, including High-Speed Internet (HomeFi), Blue Ridge Mobile, Home Phone, and Video (Stream & Live TV).

Our ideal candidate maintains a positive demeanor, strong communication skills, and a goal-oriented mindset to thrive in a busy retail environment. You will uphold our brand promise: "To Deliver a Trusted and Valued Connection – Always!"

Responsibilities

• Provide support for billing, troubleshooting, retention, and sales interactions.
• Resolve technical problems and general account inquiries in a single customer interaction to maximize customer experience.
• Communicate information and directions to customers in an organized and concise manner.
• Educate customers about product features and benefits, promoting self-service options.
• Right-fit products to customers through upgrades, self-installs, or equipment swaps.
• Ensure proper cash handling procedures, including processing payments, providing receipts, and completing deposits.
• Act as a product consultant, making recommendations based on customer needs and identifying buying signals.
• Resolve customer complaints with active listening, empathy, professionalism, and problem-solving.
• Provide equipment boxes to customers (up to 30 lbs).
• Maintain the store’s cleanliness and stock levels.
• Perform other duties as assigned.

Requirements

• High School Diploma or G.E.D.
• Established residency in Pennsylvania.
• Valid PA Driver’s License and good driving record.
• Hybrid work schedule: Tuesday–Saturday, 8 AM–5 PM, with in-office and work-from-home days based on performance and need.
• Must be able to lift and carry up to 30 lbs.
• Ability to travel to the Lehighton Call Center for training as needed.

Training Details

• Next training class starts October 12, 2026 (11 weeks total).
• First 6 weeks: Remote training from home with live trainers and classmates (requires high-speed internet with a minimum of 400 Mbps download and a quiet, dedicated workspace).
• Following 4 weeks: In-person training at the Lehighton facility for live calls and hands-on troubleshooting.
• Final week: In-person counter training at your local retail office.
• Work-from-home equipment provided by Blue Ridge must be connected directly to your router.

Qualifications

• Previous customer service and/or sales experience (a plus).
• Strong computer skills, including Microsoft Office and Outlook.
• Excellent oral and written communication skills.
• Willingness to work as part of a team.
• Bilingual (Spanish) a plus.
• Ability to build rapport quickly with customers.
• Ability to multitask in a fast-paced environment and adapt to changes.
• Innovative problem-solving skills and adherence to company policies.

Benefits

• Impressive health insurance package for full-time employees.
• Paid time off.
• Tuition reimbursement.
• Employee referral program.
• Weekly coaching and continuous training opportunities.